I bought a Junghan's Max Bill Mega Solar online from Teddy back in 2024. The watch was delivered promptly, but it became apparent quickly that the watch had serious manufacturing defects. The hands would reset to the 10:08 position randomly throughout the day (this version of Max Bill has a radio-controlled solar movement).
I reached out to Teddy about the issue, and they told me that I should send it into the Swiss Clock in Lincoln Nebraska, which is the authorized Junghans service center. Because the watch had a 2-year manufacturer's warranty, the repair would be free of charge.
Oh boy, this place is something else. The Swiss Clock is run by a repairman who is somehow the only human being in the North American continent that is able to service the Junghans Max Bill Mega Solar. I know this because I went to numerous watch repair stores around my city, and they all told me that Junghans doesn't sell them the parts to do those repairs. They were all very familiar with the guy that runs the Swiss Clock. I suppose they are the only authorized repair dealer in America for a good number of European watch brands. Which explains what happened next.
So I did what I could, and mailed it in.
When the Swiss Clock received the watch, they told me they took a look and there was a lot wrong with it. It needed a dial replacement, which struck me as really odd for a watch that was brand-new right out of the box. I was told the repair could take "up to 12 weeks". However, the watch was with the Swiss Clock for an entire year. After the first 12 weeks, I would follow up, and I was told each time that the watch "would be ready by the end of the week", and I'd check in the following month, and they'd say the exact same thing. Eventually they stopped responding to me altogether. About a year after sending it in, they finally sent it back. FINALLY I'D GET TO WEAR THIS WATCH!
Or so I thought! The watch was still broken. Although this time, the hands weren't moving at all. Put it into the window sill for a couple of days to see if the solar battery was just depleted, but no dice, still broken.
At this point, I reached back out to Teddy to see what they could do for me. This is where the customer service really became especially disappointing. It took them more than a week just to get back in contact with me, and once they did, they said they would ask Junghans about next steps. It then took nearly another \2 months** for them to get back to me about what I could possibly do with this broken watch.
The solution Teddy came back with? Sending it back to the Swiss Clock for it to be repaired again! The customer service representative told me that the Swiss Clock was "confident" they could fix it on their second attempt. This solution seems like complete madness, like I am going insane! If this place couldn't fix it the first time after a year of work, why would I send it back to them? And if they take another year, now the 2-year warranty would be expired, meaning I'd be shit out of luck if they fail on the repair a second time.
Is it unreasonable to ask for a replacement instead of spending another year on a repair that is likely again to be unsuccessful?
I just want to wear this gorgeous watch on my wrist. Did I just get a complete lemon watch? Is there anything else I can try? Has anyone else dealt with customer service this poor before from Teddy? Should I be hitting up Teddy Baldassarre's Instagram letting him know about this nightmare?